Who We Are
At
Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining
Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform,
Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
The Technical Support Engineer primarily works on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities.
Responsibilities:
● Become an expert in the product.
● You should have an IT related degree, several years of professional experience, and a passion for solving problems.
● Familiarity with SaaS solutions is preferred.
● Proactively manage and respond to support tickets.
● Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.
● Understand, interpret, reproduce, and diagnose customer problems.
● Perform Root cause Analysis.
● Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.
● Teach solutions to customers.
● Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.
● Experience previously working with customers is essential.
● Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary.
● Configure customer systems to meet requirements.